Service to Stakeholders

Service to Stakeholders

Última actualización 26 oct. 2014

The receipt and response to requests, complaints and claims, has as its main objective to achieve effective communication between Ecopetrol S.A. and its stakeholders.

Under this approach, through the channels of: Mail, email, phone and personal contact, the Organization receives different RCCs (Requests, Complaints and Claims) centralizing their recording in the Citizen Participation Office, which ensures timely and effective response to citizens, through the monitoring of each and every one of the RCCs received. The handling of RCCs not only allows direct response to the concerns of citizens, but also feeds the monitoring process.

The Citizen Participation Office creates and provides opportunities for interaction between stakeholders and Ecopetrol, where rights, ethics, transparency and the corporate reputation are strengthened. Good practice, Standards ISO 10002, 10003 and COPC (international standard that defines best practices for operation and service to customers) give us tools that allow us to encourage stakeholders to express their concerns and thus reduce the number of unsaid problems, which once expressed through requests, complaints, claims and suggestions, are addressed efficiently using customer service methodology, thus improving satisfaction, trust and loyalty in all stakeholders.

You can access the Citizen Participation Office of Ecopetrol S.A. in the following ways: